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Exin ITIL - ITIL Foundation (V4)

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Total 503 questions

Which statement about the ‘change enablement’ practice is CORRECT?

A.

Standard changes are those that need to be scheduled, assessed and authorized following a standard process

B.

Normal changes are triggered by the creation of a change request which can be created manually or automated

C.

Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

D.

There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Which is a purpose of release management?

A.

To protect the organization’s information

B.

To handle user-initiated service requests

C.

To make new and changed services available for use

D.

To move hardware and software to live environments

Which guiding principle considers the importance of customer loyalty?

A.

Progress iteratively with feedback

B.

Focus on value

C.

Optimize and automate

D.

Start where you are

How does customer engagement contribute to the 'service level management' practice?

1.It captures information that metrics can be based on

2.It ensures the organization meets defined service levels

3.It defines the workflows for service requests

4.It supports progress discussions

A.

1 and 4

B.

3 and 4

C.

2 and 3

D.

1 and 2

Which is a purpose of the 'service level management' practice?

A.

To establish and nurture the links between the organization and its stakeholders

B.

To ensure that the organization’s suppliers and their performance are managed appropriately

C.

To set clear business-based targets for service levels

D.

To support the agreed quality of a service handling all agreed, user-initiated service requests

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

What is required by all service desk staff?

A.

Excellent technical knowledge

B.

Root cause analysis skills

C.

Demonstration of emotional intelligence

D.

Knowledge of telephony technology

What is recommended by the guiding principle ‘progress iteratively with feedback’?

A.

A current state assessment that is carried out at the start of an improvement initiative

B.

The identification of all interested parts at the start of an improvement initiative

C.

An improvement initiative that is broken into a number of manageable sections

D.

An assessment of how all the parts of an organization will affect an improvement initiative

Which is one of the five aspects of service design?

A.

Management information systems and tools

B.

Risk analysis and management approach

C.

Management policy for business case creation

D.

Corporate governance and policy

Which is a purpose of the ‘service desk’ practice?

A.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B.

To be the entry point and single point of contact for the service provider with all of its users

C.

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

D.

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels